Faulty Products
If product is faulty
Despite manufacturers diligence, and though rarely, faulty products sometimes slip through. Please ensure you advise of faulty claims for genuine products within 3 months of purchase, and for non-genuine within 6 months. Past these time frames, there is no warranty supplied or implied. Hardware product warranties are for duration specified by the manufacturers.
1. Consumables
If there is a problem with the product you purchased, please first consult your manual to ensure correct operating procedure has been followed. If problem persists, please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. or the manufacturer, to obtain correct procedure for return or replacement.
2. Hardware
If there is an immediate problem with the product (D.O.A.), please contact us within 7 days to arrange return to us or the manufacturer, and to organise a replacement. If the problem occurs after that period, please contact the manufacturer for correct procedure of repair or replacement (ie. most printers we sell have an on site warranty provided by the manufacturer and arranged by you directly with the manufacturer).
3. If product is deemed faulty by manufacturer
Replacement will be sent to you without any freight charges.
4. How can I speed up replacement waiting period?
Time period for faulty product claims vary greatly from only a few days to as much as two months, depending on and is dictated by the manufacturer. If you require a replacement quickly, there is an option to get a replacement straight away by purchasing another and having the initial product credited to you once the manufacturer deems it faulty.
Who pays freight in this scenario?
Customer pays for product return (if product is to be returned, depends on manufacturer), The Cartridge Family pays freight for replacement product.
Wrong Product Ordered
If incorrect product has been ordered
Anyone can make a mistake, so if you have bought a product incorrectly for any reason, you can, providing following conditions are met, return it to us for exchange (no refunds):
- return request must be made within 7 days of receipt of product
- product and packaging is unopened and undamaged (as such cannot be resold as new and are rejected by suppliers)
- our supplier is willing to take back the product from us (please note, most do charge a restocking fee which is deducted from your total credit, fee is not a fixed rate, rather calculated on per case basis, usually at minimum of 20% or $15, whichever is greater)
- most hardware products cannot be returned in this scenario (again, due to suppliers not accepting such returns)
Who pays freight in this scenario?
Customer pays for both return of product and replacement.
Wrong Product Received
If incorrect product has been received:
In an unlikely event you receive an incorrect product, please contact us within 48 hours of receipt and we will arrange both collection of incorrect product and immediate shipping (pending stock availability) of correct goods to you at our expense.
Who pays freight in this scenario?
The Cartridge Family pays for both collection as well as replacement.
Unwanted Products
Unwanted products
Sometimes printers fail and you get left with excess stock. We may be able to assist, and you can submit an exchange request if following conditions are met:
- claim is made no more than 2 months from Tax invoice date
- all terms from "2. If incorrect product has been ordered" above are met first (with the exception of time frame)
- product is ink or toner only, no other product types can be exchanged
- product (if applicable) has a minimum of 6 month valid expiration date
- product is still carried by The Cartridge Family
- product is not discontinued by manufacturer
- you wish to exchange the product, refunds are not possible
- a minimum of 30%-50% of current product value, or $20 restocking fee applies (whichever is greater)
Acceptance of such request is entirely at discretion of The Cartridge Family. Credit value, if successful, will be deducted from new order total. Credit amount cannot exceed new order total. All stated terms and conditions must be met and agreed upon by user, no exceptions under any circumstance.
Who pays freight in this scenario?
Customer pays for both return of product and replacement.
Notes
Final notes
- products no longer carried by The Cartridge Family cannot be returned for exchange or refund regardless of any circumstances, no exceptions
- it is important you ensure product you send is definitely faulty (in case of faulty claim) and product purchased from The Cartridge Family. Any faulty claims rejected by manufacturers or distributors, or claims for products purchased elsewhere will be denied and sent back to you at your expense (including expenses incurred in processing the claim).
- freight is not subject for, and is not included in credit in any scenario except No.3 (Incorrect product being sent, and when a replacement is not required)
- mishandling or incorrect install procedures resulting in damage of a product does not fall under warranty terms and cannot be claimed for return
- for full terms and conditions of returning products when bought using discount coupons, please read Terms and Conditions article
- some manufacturers can take 6 months to process a faulty claim. This is beyond our control, and no credits can be made until their procedures are complete and decision advised
